Customer Experience Benchmarking Program

As the only dedicated, syndicated, superannuation CX research and benchmarking program of it’s kind – the program provides participating funds with actionable insights and understanding.

Longstanding, independent and highly regarded CX research program

Now in its twelfth year, this highly regarded, independent, program is unlike any other available to Australian Superannuation Funds.

Created by CSBA, FEAL (Fund Executives Association Limited) and Melbourne Business School in 2009, the program provides Australian Superannuation Funds with an independent and consistent measurement of Member and Employer satisfaction, NPS, trust, advocacy and loyalty.

MEASURE and compare shifts in your member's and employer's attitudes over time
IDENTIFY and monitor emerging trends – within your Fund and industry wide
KNOW exactly where your Fund performs well and where the Fund can improve
UNDERSTAND which members are most likely to leave and why

Actionable feedback and insights that help drive retention and advocacy

Getting members to engage is a challenge every Fund faces. But what happens when they do? Is the experience positive? Do they get the answers they need? Is their relationship with the fund nurtured and improved as a result?

Providing members and employers with a great experience is just as important as trying to engage and educate them. Because, positive experiences build trust and loyalty. And that is why this program was created – to provide super funds with:

Essential insight

into what members and employers think and feel about the fund, including:

  • Likelihood to recommend (NPS).
  • Ease of dealing with Fund.
  • Key service attributes and communications.
  • Overall satisfaction, trust and brand perceptions.
  • Likelihood to switch.

Critical knowledge

and understanding of your members and employers, including:

  • Which members are most likely to leave.
  • Specific opportunities to improve satisfaction and retention.
  • Emerging trends, attitudes and behaviours.

Performance benchmarks

that track performance and compare your results to other funds, including:

  • NPS (Net Promoter Score).
  • Overall satisfaction and likelihood to switch.
  • Brand perception, trust and loyalty.

Independent, best practice assessment of industry, retail, public sector and corporate funds

The program involves two waves of member and employer research each year, with field work conducted in February and July. Each wave includes:

Member research

  • Surveys of members who recently contacted the fund
    • 200 Telephone interviews
    • 100+ Online surveys
  • Online survey of all members depicting a representative view of the member base.

Employer research

  • 100 Telephone interviews of employers who have recently contacted the fund
  • 100+ Online survey of employers who have recently contacted the fund.

Interactive dashboard reporting and Insights Report

A detailed in-depth Insights Report allows you to contextualise your results, understand how your Fund is performing and identify opportunities to evolve and improve. While the easy to use, interactive online Dashboard lets you:

  • Drill down into the data – by demographics, cohorts, enquiry types and behaviours.
  • Compare year-on-year historical data.
  • Extract and export data and reports as you need.
  • Perform your own analysis.

“Exceptionally well rounded and thorough program, looking at member engagement and satisfaction in a multitude of ways. Very insightful.”

Fund Executive

Download the CSBA FEAL Superannuation CX Benchmarking Program Info Pack

For more information, pricing and participation options.

Join a host of different industry, retail, corporate and public sector funds

As the leading, best practice, independent Superannuation Customer Experience Benchmarking Program, dozens of superannuation funds from across the country take part, including

Want to know more about the Superannuation Customer Experience Benchmarking program?